Kilted Consultant: Your Kilted Zendesk Partner

About us
Kilted Consultant is Scotland's only Zendesk Premier Partner. We're specialists with Zendesk, building new instances, fixing ones that have drifted, and running them long term for teams who don't have a dedicated admin.

Kilted Consultant: Your Kilted Zendesk Partner
Premier Partner status puts us in the small group of partners Zendesk trusts most, which in practice means faster diagnosis when something breaks and answers that don't need a support ticket of their own. Our founder, Jason McDonald, has led the Zendesk User Group for the UK and Ireland since 2022. Between us, we've managed over 100 instances and delivered more than 230 training sessions.

Our work covers the full lifecycle. Pre-sales technical scoping, implementation, optimisation of existing instances, and ongoing support once you're live. For new builds, that means discovery workshops, configuration across the Zendesk suite, including AI Agents and Copilot, data migration with checks at each stage, agent training, then go live, and a hypercare period after launch. For instances that have drifted, we start with a structured audit of the entire configuration, reviewed by a specialist rather than a scan, and give you an action plan you can work through with us or on your own.

Every support team works differently, so the workflows we build match how yours actually operates. Triggers, automations, views, forms, SLAs, and business rules get designed around your escalation paths and your service targets, then documented properly so the next person to look at your instance knows what they're inheriting.

Ongoing support runs on retainer tiers named after Scottish mountain classifications, ascending in scale from Graham through to Ben Nevis. Every tier includes unlimited requests into a queue you reorder yourself. What changes between tiers is throughput: how many pieces of work move at once and how quickly each one lands. Health reports come before the invoice at every tier.

We're a small specialist team, working with clients across the UK. You'll deal with the people doing the work rather than an account layer above them. Start with our free Zendesk Health Check for a read on where your instance currently stands, or get in touch to talk through a project: Kilted Consultant